CRM is a necessity to support ‘Consumerism’ in healthcare


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Consumer-driven health care is on a rise ; the consumer is demanding for accurate and timely customer service. Poor health care services are driving patients to switch health care providers, leading to inefficiency, higher costs and lower quality of care.

The changing demand preferences have forced the health care organizations to focus on front-office CRM processes. Enable the creation and customization of health plans for patients, permit patients online access to manage their own healthcare and act as a system of record to better control their healthcare activities, costs and benefits.

Siebel Systems continues to be the lions share leader among healthcare. Oracle, Aspect Software, Cerner, Lawson and Avaya round up the second tier. SAP, Onyx, Talisma and Microsoft bring up the third tier.

CRM software in healthcare inherits the typical software implementation challenges and more. Patient confidentiality must be assured beyond a shadow of a doubt. HIPAA compliance is only the starting point.

If it’s hard getting the sales people to adopt CRM or SFA systems, just think how easy it is to get doctors and nurses on board.

Parag Vishnoi
Deloitte Consulting
Parag Vishnoi, Director in Deloitte Consulting is an accomplished customer management specialist with multi-continent experience in business, Parag is acknowledged as a leading expert and thought leader in customer-transformation.


  1. Cannot agree more with Parag’s viewpoint. ‘Consumerism’ behaviour has hit the Health care industry. It is interesting to observe that customer experience has been taken seriously. Package application like Siebel, which are more deep and broad in functionality have been growing in the healthcare space.


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